AccountId: 011433970860
ContactId: 23e43b67-ee95-43e9-aab5-4938b1994102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184889 ms
Total Talk Time (AGENT): 81652 ms
Total Talk Time (CUSTOMER): 45915 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/23e43b67-ee95-43e9-aab5-4938b1994102_20250214T23:09_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number I have is 02288048.
[AGENT][NEUTRAL] Uh, I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 288-048
[AGENT][POSITIVE] OK, thank you. Let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name it's gonna be [PII] [PII].
[AGENT][NEUTRAL] OK, I've shown his effective date is [PII] and he is active. Is this for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and he is active on the policy?
[CUSTOMER][NEUTRAL] Can you give me the remaining maximum deductible uh for the policy?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, don't show he's used any benefits for this year, so he still has his benefit max of $1500 and has not met his deductible of $50.
[CUSTOMER][NEUTRAL] OK, can you tell me if the patient is due for another exam, X-rays and cleaning?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, looks like he is eligible for cleaning and exam. Last one was [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, he's not eligible for Panel or FMX. Last one is, uh, [PII], as well as for bite wing was 70, he is eligible for bite wings there once every 12 months, so he is eligible for bite wings, uh, exam and um cleaning.
[CUSTOMER][NEUTRAL] You said bye wings like time and cleaning, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can I have the reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Uh, first name one more time.
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][POSITIVE] Already awesome thank you so much appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.